Leadership and Development

Job Purpose

Design, develop and deliver appropriate training programmes ensuring it complements the Call Centre departments business and operational needs, resulting in enhanced customer service benefits, productivity and revenue gain.

• 12 yrs schooling or equivalent
• 5+ yrs in operations, front-line sales within a contact center. Excellent knowledge of dT’s preferred GDS and dT in-house systems like DFO, Protas etc is advantage.
• Must have a minimum of two years experience in a training role.
• Thorough practical working knowledge of learning and development processes and methodologies and ability to design and develop innovative and effective learning solutions.
• Ability to gather and analyse data, draw meaningful conclusions and write comprehensive reports on business situations and the performance of individuals.
• Strong interpersonal skills and a cultural sensitivity to the local community would be critical for this role, together with the ability to influence diverse groups of people through excellent communication and presentation techniques.
• Experience in Training or Leadership role for 3+ years
• Experience in delivering leadership trainings or has managed a team
• Experience in delivering soft skills trainings and/or coaching
• Excellent English written and verbal communication skills
• Well versed with Microsoft applications – PowerPoint, Excel, Word, etc.
• Experience with digital content development tools will be an advantage
• Train The Trainer, On Job Trainer or Master Trainer certifications will be an advantage
• Contact centre experience

• Research, design and develop effective training programs to meet national and international standards requirements. This includes but not limited to learning program presentation, assessment and evaluation tools, the training slots (without affecting the operations), exam papers, pre-course assignment and handouts, teaching plans and reference materials.
• Deliver a range of training courses and ensure alignment with corporate objectives and competencies. This may require the job holder to be exposed to specified business areas for a defined period, in order to maintain accuracy in the content. Produce pre-course and/or distance learning materials to better prepare staff members’ prior attending courses, thereby reducing training days and related costs.
• To establish and maintain professional contacts with dnata Training, EAC and EGIT in Dubai and external organizations in other LOBs in order to produce tailor-made training programs, ensure successful that the information disseminated through is current and valid, and to identify new learning solutions for business process improvement.
• Work in close liaison with Management, Team Leaders and staff in meeting their training needs, specifically to review operational procedures and staff performance and suggest improvement and development plans for the Call Centre staff using the Individual Learning Programme (ILP).
• Conduct “Training Needs Analysis” to identify the training gaps and requirements, measure training effectiveness and ensure that service standards are met. This includes but not limited to records of safety incidents, customer complaints. The job holder is required to analyse the data and provide feedback to line management and recommend different approaches/ new training programs for business improvement.
• Produce weekly report on ad hoc tasks and training interventions. Ensure all tasks and training programs are listed and recorded on the trainer’s schedule.
• Design training on the job activities so as to maintain a quality job performance.
• Undertake special projects (within the scope of training) as may be assigned by the Training Manager aiming to enhance service quality, best work practices, safety and productivity improvements, and reduce expenditures within the specialized training area.
• Maintain continued professional development, keeping updated of the latest methods and best practices with the specific area of expertise. Share knowledge and latest information, methods with the trainees and the Coaching and Compliance coordinators.
• Review/update Work Instructions & other reference guides to be followed via Approved process.
• Other tasks may be assigned to you.

• Initiative and commitment to achieve
• Attention to detail and quality
• Organising for results
• Effective communication
• Adaptability and innovation
• Business awareness